Bomgar

Purpose

• This document is to provide step by step instructions for faculty and staff to login to BOMGAR remote support representative.

Scope

• This guide is designed to help you install the Bomgar representative console onto your computer and understand the features of the solution. Bomgar enables you to support your customers remotely by connecting to them through the Bomgar Appliance.

Definition

• Queues— Queues list customers who are waiting for support or who are in a session. Details about the remote system being supported appear in this section.
• Dashboard— Privileged users can view and monitor ongoing sessions and teammates of a lower role, providing administrative oversight to help manage staff. Status indicators show whether representatives are available, are idle, are busy, or have auto-assign turned off. A bar at the bottom of the dashboard shows the percentage of representatives in each state.
• Access Requests— If a representative is a sponsor in one or more Access Sponsor groups, they see an Access Requests tab in the representative console. When a representative makes a request, all sponsors in the selected access sponsor group see a new request in the Access Request tab of the representative console.
• Jump Item Interface— Installed Jump Clients and Jump shortcuts appear here, grouped according to who can access them.
• Representative Chat— Chat with other logged in users. You also can share your screen with a team member without requiring a session.

Log into the Representative Console

• Launch the Bomgar—Representative Login
• At the prompt, enter your username and password

Support Users

Customer – Initiated Sessions

• Let the user know if it’s ok to remote access their computer
• Instruct a remote user to go to https://support.waynecc.edu/ and click “1.Your Name” to connect you.
• The user will be prompt with instructions for remote connection services. Have the user to follow the instructions given.

• After running the software two PCs on the screen will start connecting as shown.

• On the queue box you will have the user appear. Double click on the user’s name.

• The Screen Sharing box will appear. Click on the Screen Sharing will prompted the user to allow permissions to view and remote.

• To end a session, the user or the representative user can close the session as shown